Original title: Beyond Academic Support: using a CRM System to Enhance the Value of Academic Services and Improve Internal Training
Authors: Chodounská, Alena ; Ryzhkov, Alexey
Document type: Papers
Conference/Event: MUST Week (Masaryk University Staff Training Week), Brno (CZ), 2019-09-02 / 2019-09-06
Year: 2019
Language: eng
Publisher: Národní technická knihovna
Abstract: This case study from National Library of Technology in Prague describes the use of customer relation management (CRM) software by the User Support Team in order to keep a record of provided academic support services provided and—most importantly—to ensure continuous improvement and appropriate analysis of these services. The CRM system helps to identify gaps in student support services, and inspires the development of new services. It is also used to enhance peer-to-peer personal knowledge exchange within the team. Last but not least, the essence and value of our support has been “materialized” in the form of the CRM system and can be easily communicated with our stakeholders.
Keywords: case studies; CRM; information services; National Library of Technology ; informační služby; Národní technická knihovna; případové studie; řízení vztahů se zákazníky
Note: Brněnský MUST week byl uspořádaný v rámci programu Erasmus Staff Mobility Weeks.

Institution: National Library of Technology (web)

Permalink: http://www.nusl.cz/ntk/nusl-403508


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Conference materials > Papers